The Customer Service Representative acts as a crucial liaison between adult consumers and the company. Daily tasks consist of responding to inquiries (comments, complaints, product information, etc.) via email and phone. This role is vital for bringing actionable insights to internal departments such as Digital, Brands, Product, and Quality teams. The representative identifies various defect levels, tracks recurring issues, and passes feedback to Marketing and Quality to improve product standards. Additionally, the team participates in developing and maintaining policies (e.g., Plain Pack Regulations), communicating changes, and answering consumer questions.
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Advantages
- Weekly insurance benefit of $10
- Affordable insurance starting from the first day of employment.
- Employees have access to a cafeteria within the office premises.
- The office provides a gym facility for employees to use.
- Employees have access to an on-site clinic.
- Enjoy a two-week vacation with an additional 5 paid sick days.
Responsibilities
Key Accountabilities
1. Internal Stakeholder Communication
Identify product defects and recurring issues, escalating them to Quality and Legal teams.
Communicate website and social media issues to the Digital team (e.g., govype.ca).
Report consumer feedback on Plain Packaging regulations to the Brand team.
Coordinate with the Legal department on insurance claims to help facilitate settlements.
Produce ad hoc reports on consumer relations activities for Global, Brand, and Digital Marketing teams.
2. Outstanding Customer Service
Assist consumers with product details, delivery inquiries, digital issues, adverse events, and policy updates.
Formulate original, accurate, and tailored written responses.
Send follow-up communications or surveys to reinforce quality standards.
Stay up-to-date on all products and relevant regulations to ensure accurate responses.
Provide goodwill gestures (e.g., gift cards, alternative or replacement products).
3. Key Performance Indicators (KPIs)
Quality Monitoring Score: Minimum 90%
Average Wait Time: Under 1 minute
Abandonment Rate: Below 5%
Inbound Request Response Time: Within 24 hours (Minimum 90% compliance)
Qualifications
Requirements & Qualifications
Education: Completed College Diploma (DEC) or equivalent.
Experience: Experience in customer service or a call center environment is preferred.
Bilingualism (French and English) is required due to regular communication with internal and external stakeholders across Canada and internationally.
Our Client operates across Canada, and globally. This company takes all reasonable means to limit the number of positions in Quebec that require knowledge of a language other than French, and only requires this where it is necessary and its existing bilingual employees are unable to fulfil these job duties.
Based on an assessment conducted by our client, it has been determined that this position requires candidates to be fluent in English (oral and written). In particular, this position will require the employee to:
- collaborate and provide support to other colleagues and business functions located outside of Quebec who do not speak French
- attend essential training, meetings or conferences held outside Quebec, which are presented in English
participate in company-wide Canadian/Global town hall meetings and management information sessions, which are presented in English
Technical Skills:
Intermediate proficiency in MS Office.
Knowledge of Shopify and V3 platforms is an asset.
Core Competencies:
Exceptional written and verbal communication skills.
Strong problem-solving abilities and high attention to detail.
Passion for building customer relationships and delivering top-tier service.
Strong work ethic with a hands-on, organized, and adaptable approach.
Ability to prioritize effectively and work autonomously in a fast-paced environment.
Availability: Full-time (40 hours/week, Monday to Friday during business hours; flexibility may be required).
Summary
Does this job interest you?
Do not hesitate to send me your resume at : vithusha.ravi@randstadsourceright.ca
Mentioning that the position is: Customer Service Representative
Randstad is Canada's largest employment agency, and each consultant is a specialist in his or her field. Not only will they be able to help you in your job search, they'll also be able to advise you on how to find a job that matches your skills.
As occupational health and safety is one of our top priorities, you'll also have access to our completely free online training.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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The Customer Service Representative acts as a crucial liaison between adult consumers and the company. Daily tasks consist of responding to inquiries (comments, complaints, product information, etc.) via email and phone. This role is vital for bringing actionable insights to internal departments such as Digital, Brands, Product, and Quality teams. The representative identifies various defect levels, tracks recurring issues, and passes feedback to Marketing and Quality to improve product standards. Additionally, the team participates in developing and maintaining policies (e.g., Plain Pack Regulations), communicating changes, and answering consumer questions.
Advantages
- Weekly insurance benefit of $10
- Affordable insurance starting from the first day of employment.
- Employees have access to a cafeteria within the office premises.
- The office provides a gym facility for employees to use.
- Employees have access to an on-site clinic.
- Enjoy a two-week vacation with an additional 5 paid sick days.
Responsibilities
Key Accountabilities
1. Internal Stakeholder Communication
Identify product defects and recurring issues, escalating them to Quality and Legal teams.
...
Communicate website and social media issues to the Digital team (e.g., govype.ca).
Report consumer feedback on Plain Packaging regulations to the Brand team.
Coordinate with the Legal department on insurance claims to help facilitate settlements.
Produce ad hoc reports on consumer relations activities for Global, Brand, and Digital Marketing teams.
2. Outstanding Customer Service
Assist consumers with product details, delivery inquiries, digital issues, adverse events, and policy updates.
Formulate original, accurate, and tailored written responses.
Send follow-up communications or surveys to reinforce quality standards.
Stay up-to-date on all products and relevant regulations to ensure accurate responses.
Provide goodwill gestures (e.g., gift cards, alternative or replacement products).
3. Key Performance Indicators (KPIs)
Quality Monitoring Score: Minimum 90%
Average Wait Time: Under 1 minute
Abandonment Rate: Below 5%
Inbound Request Response Time: Within 24 hours (Minimum 90% compliance)
Qualifications
Requirements & Qualifications
Education: Completed College Diploma (DEC) or equivalent.
Experience: Experience in customer service or a call center environment is preferred.
Bilingualism (French and English) is required due to regular communication with internal and external stakeholders across Canada and internationally.
Our Client operates across Canada, and globally. This company takes all reasonable means to limit the number of positions in Quebec that require knowledge of a language other than French, and only requires this where it is necessary and its existing bilingual employees are unable to fulfil these job duties.
Based on an assessment conducted by our client, it has been determined that this position requires candidates to be fluent in English (oral and written). In particular, this position will require the employee to:
- collaborate and provide support to other colleagues and business functions located outside of Quebec who do not speak French
- attend essential training, meetings or conferences held outside Quebec, which are presented in English
participate in company-wide Canadian/Global town hall meetings and management information sessions, which are presented in English
Technical Skills:
Intermediate proficiency in MS Office.
Knowledge of Shopify and V3 platforms is an asset.
Core Competencies:
Exceptional written and verbal communication skills.
Strong problem-solving abilities and high attention to detail.
Passion for building customer relationships and delivering top-tier service.
Strong work ethic with a hands-on, organized, and adaptable approach.
Ability to prioritize effectively and work autonomously in a fast-paced environment.
Availability: Full-time (40 hours/week, Monday to Friday during business hours; flexibility may be required).
Summary
Does this job interest you?
Do not hesitate to send me your resume at : vithusha.ravi@randstadsourceright.ca
Mentioning that the position is: Customer Service Representative
Randstad is Canada's largest employment agency, and each consultant is a specialist in his or her field. Not only will they be able to help you in your job search, they'll also be able to advise you on how to find a job that matches your skills.
As occupational health and safety is one of our top priorities, you'll also have access to our completely free online training.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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